Brandon Ervin
Summary
Dynamic customer service professional with extensive experience at Access2Care, excelling in complaint handling and conflict resolution. Proven ability to enhance customer satisfaction through effective communication and critical thinking. Skilled in CRM software and team development, consistently achieving high performance in fast-paced environments.
Overview
22
22
years of professional experience
Work History
CSR
Access2Care
Houston, TX
01.2011 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Receptionist
Tlt Properties
Houston, TX
03.2019 - 02.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Shift Manager
McDonald's
Houston, TX
05.2015 - 01.2017
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Coached crew members to optimize performance and motivate toward more efficient work.
CSR, Sales
NCO
Houston, TX
09.2004 - 06.2010
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Provided personalized product recommendations based on customers'' needs and preferences.
- Streamlined the sales process for increased efficiency and improved customer experience.
- Negotiated contracts successfully, securing favorable terms for both parties involved in transactions.
CSR
Asurion
Houston, TX
01.2003 - 09.2004
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Arts - Cosmetology
Royal Beauty Careers
Houston09-2010
Associate of Arts - Business Administration
HCC
Houston, TX06-2005
High School Diploma -
Jefferson Davis High School
Houston, TX05-2002
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Customer relations
- Payment processing
- Data entry
- Scheduling
- Dispute resolution
- Team development
- Client relations
- Customer education
- Follow-up skills
Timeline
Receptionist
Tlt Properties
03.2019 - 02.2021
Shift Manager
McDonald's
05.2015 - 01.2017
CSR
Access2Care
01.2011 - Current
CSR, Sales
NCO
09.2004 - 06.2010
CSR
Asurion
01.2003 - 09.2004
Associate of Arts - Cosmetology
Royal Beauty Careers
Associate of Arts - Business Administration
HCC
High School Diploma -
Jefferson Davis High School